Samuel_Polgar | 2019-04-02 09:26:19 UTC | #1
Hello PureCloud Developers
I was wondering what tools you might be using to error report on custom Data Action fail and timeout? I understand this would be unique for most organisations, and would like to understand your use cases and the platform further. For example, if the data action fails would a notification such as email API, or a web hook to alerting system, etc.
Looking forward to your feedback.
anon28066628 | 2019-04-02 13:54:28 UTC | #2
Hi Samuel,
There are several approaches you could take, such as using a 2nd data action to post a notification to a REST service. This assumes the problem is with the 1st action's web service itself.
You could also write to a Data Table, though the number of rows is limited. This allows for simple monitoring by your admins.
A third approach is using a Data Action to add a segment property to the conversation (see POST /api/v2/analytics/conversations/{conversationId}/details/properties. This again assumes the problem is with the first action, and that the 2nd will succeed. Segment properties, unlike conversation attributes, called "Participant Data" in Architect, are indexed by the Analytics service and can be found through the conversation detail query.
Fourth - add a Participant Data (attribute) to the conversation noting the error. These aren't discoverable in analytics, but they can be found through the Conversations service. You'd need to retrieve the conversations singly, which takes a batch script. Or, you can also send the information to an Agent's script via Set Screen Pop, where the agent can note the conversation ID if an error message is shown. This is the lowest-effort solution I have in mind.
Samuel_Polgar | 2019-04-02 20:41:36 UTC | #3
Hello Smith_Rj
Thank you very much for your feedback, I appreciate your help very much.
This is great and helpful food for thought.
Richard.Schott | 2019-04-04 17:22:57 UTC | #4
Samuel,
I'm actually curious to gather some information on what you'd like to see in terms of monitoring capabilities. We're currently exploring this subject, looking at a couple potential options for providing metrics and potentially notification capabilities to the data action ecosystem.
Thanks, Richard Schott
Samuel_Polgar | 2019-04-06 04:57:26 UTC | #5
Hello Richard
That's a great question, thank you for asking.
Logging/reporting against the data action would be helpful. If metrics such as number of data action calls, the time each action took, if any fail/time out are available that would be good and useful to monitor. In addition, a threshold similar to the system alerts such as when theshold > x alert user via email/sms/notification.
Thanks and regards, Samuel Polgar
system | 2019-05-07 04:57:26 UTC | #6
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